Code
of practice for patient complaints

In
this practice we take complaints very seriously and try to ensure that all our
patients are pleased with their experience of our service. When patients
complain, they are dealt with courteously and promptly so that the matter is
resolved as quickly as possible. This procedure is based on these objectives.

Our
aim is to react to complaints in the way in which we would want our complaint
about a service to be handled. We learn from every mistake that we make and we
respond to patients’ concerns in a caring and sensitive way.

The
person responsible for dealing with any complaint about the service that we
provide is Mandy Rose, the practice Complaints Manager.

If a patient complains by telephone or in person, we will listen
to their complaint and offer to refer him or her to the Complaints Manager
immediately. If the Complaints Manager is not available at the time, then the
patient will be told when they will be able to talk to the Complaints Manager
and arrangements will be made for this to happen. The member of staff will make
a written record of your complaint and provide the patient with a copy as well
as passing it on to the Complaints Manager. If we cannot arrange this within a
reasonable period or if the patient does not wish to wait to discuss the
matter, arrangements will be made for someone else to deal with it.

If the patient complains in writing or by e-mail it will be passed
on immediately to the Complaints Manager.

If a complaint is about any aspect of clinical care or associated
charges it will normally be referred to the dentist concerned, unless the
patient does not want this to happen.

We will acknowledge the patient’s complaint in writing and enclose
a copy of this code of practice as soon as possible, normally within 3 working
days. We will offer to discuss the complaint at a time agreed with the patient,
asking how the patient would like to be kept informed of developments, for
example, by telephone, face to face meetings, letters or e-mail. We will inform
the patient about how the complaint will be handled and the likely time that
the investigation will take to be completed. If the patient does not wish to
discuss the complaint, we will still inform them of the expected timescale for
completing the process.

We will seek to investigate the complaint and keep the patient
informed of the likely time period within which the investigation will be
completed.

When we have completed our investigation, we will provide the
patient with a full written report. The report will include an explanation of
how the complaint has been considered, the conclusions reached in respect of
each specific part of the complaint, details of any necessary remedial action
and whether the practice is satisfied with any action it has already taken or
will be taking as a result of the complaint.

Proper and comprehensive records are kept of any complaint
received as well as any actions taken to improve services as a consequence of a
complaint

If patients are not satisfied with the result of our procedure
then a complaint may be referred to:

NHS
England, Cumbria and the North East, The Old Exchange, Barnard Street,
Darlington, County Durham, DL3 7DR, 0113 824 7209 or the Parliamentary and Health Service
Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015
4033 or www.ombudsman.org.uk for complaints about NHS treatment..